Service Manager

The role manages SLAs with countries and suppliers, oversees monitoring and problem management, and drives continuous improvement to ensure the stability and performance of all production IT services, leading the central Service Management function across all Countries.

Act

as the single

point of accountability

for the

stability

,

performance

, and

availability

of all production services, ensuring compliance with GOSP SLAs, KPIs, and organizational standards Define

,

negotiate

, and

manage SLAs

with

Countries

and

Operational Level Agreements (OLAs)

with suppliers and internal teams Coordinate

communication

to maintain and

escalation management

service quality, drive customer satisfaction, and ensure operational excellence Lead

and

oversee team leads

for

Monitoring

,

L2 Support

, and

Incident/Problem Management

, ensuring consistency and adherence to best practices in service delivery Supervise

the proactive

monitoring

of

systems

and

services

to

prevent

incidents

, minimize

downtime

, and continuously

improve

system resilience Govern

ITIL processes

to ensure rapid

restoration

and

root cause elimination Promote

a culture of

Continuous Service Improvement (CSI)

by leveraging

performance data

,

KPIs

, and

customer feedback

to identify opportunities for optimization and innovation Produce

comprehensive

performance

and

trend reports

for the Head of OPS IT Define processes and monitoring

KPIs for service management

Requirements Master’s degree

in

Information Technology, Computer Science, Engineering

or a related field 9-10 years of experience

in

IT service management

and

IT Operations

or

Incident/Problem Management leadership Knowledge of

ITIL frameworks, Data analysis, Planning, Customer orientation Experience in

customer service standards, processes SLA and KPI management ITIL v4 certification (

Managing Professional or Strategic Leader) is highly required Understand Experience with

ITSM tools

(ServiceNow, Jira Service Management) and monitoring platforms (Datadog, Dynatrace) Proven

experience managing technical teams

in a

fast-paced, multi-country environment Strong

understanding of cloud-native architectures,

security and regulatory requirements Expertise

in

international project management

and in

agile project management

(PMP, CSM , other certifications will be a plus)

Soft Skills Fluent in

English and Italian Leadership skills

and ability to

manage

diverse (proactive and reactive)

teams Comfortable in a

fast-paced environment Strong

sense of ownership

and

accountability Strong

business acumen

and ability to

interface

with

executive management Analytical

and

data-driven approach

to decision-making Ability to

manage priorities

in

high-pressured environment

Company Profile Generali

is a major player in the global insurance industry – a strategic and highly important sector for the growth, development and welfare of modern societies. Over almost 200 years, we have built a multinational Group that is present in more than 60 countries, with 470 companies and nearly 80,000 employees. GOSP - Generali Operations Service Platform

is a joint-venture between Generali and Accenture and provides

IT and Procurement services

to Generali Group companies. Our purpose is to accelerate the Group’s innovation and digitization strategy through the Cloud and shared platforms. Based in Italy it has 6 branches across Europe and employs about 1.200 people.

Work place: Milan, Rome, Mogliano Veneto